The users’ rights determined according to the “Electricity Retail Market Rules” approved by the Georgian National Energy and Water Supply Regulatory Commission
The user is entitled to choose a supplier, to conclude a supply agreement with him on terms acceptable to him and to receive supply services in compliance with the requirements established by the agreement and Georgian legislation.
The user is entitled to change the supplier under the conditions established by these rules. It is not allowed for the supplier or any other person to prevent the user from exercising the right to change the supplier.
Link to the Decision of GNERC #30/4 as of 29.06.2021 on approving application for changing the supplier;
https://gnerc.org/files/gadawyvetilebebi/2021/30-4.pdf
The user is entitled to receive all necessary information and accounting data about electricity consumption free of charge based on the supply agreement and the legislation of Georgia.
The user has the right to refuse to accept the changed terms of the supply agreement and to change the supplier.
The user is entitled to request at the service center to receive the supply agreement, the application for changing the supplier, as well as, if any, a claim form and other types of application forms in material form.
The user is entitled to request at the service center to receive the supply agreement, the application for changing the supplier, as well as, if any, a claim form and other types of application forms in material form.
The supplier, which provides service to household users and/or small enterprises, is obliged, in order to protect the users’ rights, to create a complaint commission, which ensures review of the user’s claim and making an appropriate decision in compliance with the principles of equality, impartiality and justice.
The user has the right to request during the conclusion of the supply agreement to receive the receipt in a material form, electronic form or as a short text message; also, according to conclusion of the supply agreement or legal act approved by the Commission, after automatic joining to electricity supply agreement as universal supply or public service, at any time, the user is entitled to request receipt of the bill in any form and by any means provided for in this article.
The user has the right to request the representation of the overpaid amount due to incorrect data of the service fee in the receipt, as a positive balance, or its return to the bank account. The supplier is obliged to represent the overpaid amount in the revised bill or to provide a refund within ten days of the user’s request.
The household user has the right, at any time, to unilaterally terminate the Supply Agreement, about which he/she informs the supplier, or to change the supplier in accordance with the procedure established by Chapter V of these rules.
In case the user does not pay the service fee by the deadline specified in the receipt, the supplier is obliged to warn the user through a short text message no later than the day following the payment deadline and to set an additional deadline for payment of the service fee, which should not be less than 3 days after the warning.